HP Customer Support for Repairs

I have been hearing mixed experiences about this so I was wondering what the reliability and quality of work is?

Also, I was wondering how much they respect your privacy regarding stuff stored on the computer? Like say I have funny pictures from last night's party or LOLZCats am I gonna see them posted on everyone's facebook page or if I had some movies is the FBI gonna be knocking at my door in three days and haul me off or if my client's socials are in a doc for quick reference is Jack going to find he just bought a new Lambo on his new AMEX black card? Or do they just straight wipe my hard drive to reset it and all my scripts that will be blockbusters get wiped? I'm not saying I have any of that stuff, but just wondering what the privacy policy is cuz I don't even let my friends use my computer (change of facebook status people?) let alone someone I don't know.

Lastly, do they usually do a good job or are there things I should look out for when I get I back so that it doesn't break down again?

 

They don't interfere much with your privacy but reliability is a big problem.

 

Gaebrial,

You just bought that laptop right? What's wrong with it?
I contacted HP RMA to send my lappy for repairs (look in sig, it's pretty much like yours), because it was running a little too warm for my own taste while gaming.

Anyway, I tried undervolting and it works nice. At the same time, I received HP's packing material/box/pre/paid mail sticker combo.

Sorry I chicken out, won't send it in. They won't replace my laptop I'm sure . Also, they only can scratch the screen or something, sometimes the lappy comes back with physical damage to it.

So, if mine was broke, I would send it in, but for my temperature issue, they won't do anything anyway, so I'M NOT taking the chace to send it in...

 

Protocol is they image the drive to a clean OS to rule out any software caused issues.

but then again there are dodgy technicians which have a lookie loo.

Try requesting to keep your hard drive due to sensitive information. If not then you use dban to securely wipe out your hard drive.

 

1+

My DV5Z has been into their "Repair facility" three times since I bought it in January of this year.

All of it due to excessive heat. The first time I sent it in, they flashed the HD and I lost all of my data on it. Didn't have anything real sensitive on there, so I didn't care. When I got it back, I had the nice little sheet of paper saying what they "replaced".

- Thermal pad
- System Board
- Cooling fan

It worked great for a month, then it got hot again, so I called the outsource number and played with them for 3 hours straight. I finally raised enough hell to be transferred to the case managers division here in the US.

I then had it sent in another time for the same issues. I DID keep the HD that time and they had no issues.
The only time they really need the HD is if there is software or an app causing the issue.

Now, after fighting with them and finding out that they have a 3 strike policy (You have the same issue 3 times in a row) they will usually upgrade you.

That's what they've done with me and I'm going to a DV6z.

My point here is to just raise all the hell you can until they move you to the higher ups. I have the Case managers number, but I doubt it will help you since I assume they wont talk to you unless you have an open case there.

You can try it though: 1-877-917-4380 EXT 93.

 

Unfortunately HP don't follow that policy atleast in India. The rep called me and told me that repairing it once again is the only alternative they can follow to ensure that my notebook is back to normal. What hypocrites?

 

You guys should post your experiences in the topic located @ my signature.

 

I dunno my gpu seems to be the problem. So we will see when they "repair" it. Hopefully it will work

 

GPU issue?
Is it drivers related? Overheating? 2D/3D clock variations?

If it's artifacting, there is an issue for sure, but is that it?

 

I don't know, I can't get it to turn on for long enough to see what's wrong. Shuts down after 5 seconds.

 

Any peripherials plugged in when it does that? USB key maybe? Notebook cooler? I had that issue once, a USB key was preventing the lappy from loading.

Also, does it do it on both the batteries and when plugged in?

 

HP usually has no problem fixing notebooks, but the problem lies in getting them to understand what the problem actually is (ie. the nvidia defect, which they still do not acknowledge), and the process (usually long) required to get them to actually fix your computer when it is not a simple fix.

 

I'm in the process of asking an exchange, because ZM-82 Runs too warm while playing games. Up to 90 Degrees C is NOT what I call normal, to me it;s in the danger zone. It's hard arguing with them, you get a different person everytime you contact them, and they try to make you go thru the simple fixes first (clean your air vents kinda deal).

If I undervolt it's OK, and furthermore, if I use AMD Fusion Mobility on top of that (to shut down useless Windows processes), the temps are bearable.
But all in all, I'd rather run a Turion II or a C2D.

I probably sent/received 10 emails already, now waiting for a "Case Manager"to call me.

 

They understand, they just don't acknowledge it.

 

Actually, last I heard, HP is acknowledging the Nvidia issue, and Gerald, a case manager I was talking to mentioned a lawsuit with them. We were talking about it because he hadn't figured out that my laptop was an AMD/ATI build and not Intel/Nvidia.

I know it took several hours of talking before HP finally figured out why I was pitching a fit so much over what Notebook models they were offering me. *Shrugs* I'm anxiously awaiting the 11th. I'm beginning to think that I might be getting it a little early, since they already sent me the new warranty info on the new laptop. (Yet another fight since they tried to claim that my 3 year accidental warranty had been fulfilled.)

I'm quickly seeing that someone who had the paitence and the time, could make a little bit of money on the side by handling other peoples' issues for them.

Anyone want me to raise hell on your behalf? J/K

 

oops yeah that's what i meant lol - wrong word choice

 

I think they only officially acknowledge it for computers that are covered by the limited recall, which isn't all of the affected.

 

To get back on this topic,

I finally set my laptop to HP Canada for repair. I know there is no (OFFICIAL) fix for the overheating Turion Ultra, but they have to go thru some testing anyway or they won't do anything.

The case manager sent the URL of the CPU-World specpage for my CPU and told me it's written on there that 100 degrees C is the OK temp to run cPU and me to explain it's the TdieMAX!!!!! (maximum temperature for the chip before fatal damage/thermal throttling). They'll do everything they can to dodge the bullet. Told them that instead of sending CPU-world's specs to a customer, they SHOULD find AMD's spec data instead.
They even told me my lappy is not meant to play games (brings the temperature up). My answer: how come there is a dedicated GFX card in the lappy then? And advertised as an entertainment platform too...

Turion II would probably run cooler (45nm engraving process instead of 65nm) or Intel CPU...

Anyway, I'll keep this updated. Hopefully the laptop won't come back all scratched up...